AI handoffs now reach your team
When Meta Business Agent hands a WhatsApp conversation to a person, WA.cr now flags it in your inbox and tells your team, so no customer is left waiting.
Released 5 October 2026
When Meta Business Agent can't help a customer and hands the conversation to a person, your team now hears about it straight away.
What's new
- An "AI handoffs" tab in the inbox. It lists every conversation waiting for a person, with a count, so you can work through them in one place.
- A Handoff chip on the conversation. You'll see it on the conversation in the list and at the top of the thread, with the reason the agent gave (for example, the customer is ready to buy, or the agent didn't have the answer) and how long ago it happened.
- An AI handoff notice. Owners, admins and whoever the conversation is assigned to get an in-app notice and an email that opens the conversation directly.
Worth knowing
- Reply and it clears. A handoff stays flagged until someone on your team replies, from the inbox or the WhatsApp Business app, or until you press Return to AI.
- Nothing to set up. It works on every number where Meta Business Agent is switched on, with handoff enabled in the agent's settings.